Ike Dianty

Experienced IT Service Management professional with over 15 years of progressive experience supporting logistics operations through robust IT infrastructure, service delivery, and systems integration. Strong background in system analysis, engineering, and operations management, with a proven ability to optimize IT services, resolve incidents efficiently, and align technology solutions with logistics business goals. Skilled in implementing ITSM frameworks, managing cross-functional teams, and delivering IT projects across the Asia Pacific region. A results-driven individual committed to continuous improvement, operational efficiency, and enabling seamless end-to-end supply chain support through technology.

• 2017, Successfully lead the migration of ITSM system from BMC Remedy to ServiceNow
• 2018, Drive and Implement IT Service management suite in APAC include Event management, Incident management, Problem management, Service Requests, Change management.
• 2019, Successfully managed workplace management transformation project for Asia Pacific region in 17 countries and 15K users. This project was awarded as best project/initiative for Schenker Asia Pacific.
• 2022, Successfully managed 'New Way of Working' project within Singapore head quarter and as a blueprint for other country globally.

• Led end-to-end IT operations, overseeing infrastructure, networks, systems, and service desk functions to ensure high availability, performance, and security across diverse platforms.
• Delivered excellence in IT service delivery within an ITIL-aligned framework, covering Event, Incident, Problem, Change, Release, and Configuration Management.
• Drove operational improvements across ITSM processes, ensuring critical services were restored within SLA and continuously enhancing service quality and efficiency.
• Supervised and mentored IT engineers and support staff, fostering a culture of accountability, skill development, and continuous improvement through goal setting and performance reviews.
• Acted as the key liaison between IT and business units, translating technical requirements into actionable solutions and clearly communicating complex issues to non-technical stakeholders.
• Managed IT projects including infrastructure upgrades and system implementations, ensuring alignment with business needs while meeting scope, timeline, budget, and quality targets.
• Conducted monthly service reviews for critical IT services, presenting performance metrics, service improvements, and risk mitigation strategies to stakeholders.
• Produced and analyzed operational reports, service metrics, and dashboards to support informed decision-making and highlight improvement opportunities.
• Chaired weekly Change Advisory Board (CAB) meetings, ensuring risk-aware governance of changes with minimal business impact.
• Served as the escalation point for IT service issues across the Asia Pacific region, ensuring timely communication and resolution of high-severity incidents with senior leadership.
• Maintained and updated the IT Infrastructure Service Catalog, ensuring accuracy and lifecycle alignment with business requirements.
• Tracked and reported on project implementations, initiatives, and operational KPIs to ensure accountability and transparency.